Web Order Let Guest Add Special and She Didn't Qualify

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Discussion Overview

This thread explores experiences related to web orders and the challenges consultants face when customers attempt to qualify for special offers. Participants share their thoughts on how to handle situations where orders fall short of the required amount for promotions.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Technical explanation

Main Points Raised

  • One participant recounts a situation where a customer placed an order that did not meet the minimum requirement for a special offer, prompting a discussion on how to address it.
  • Another participant suggests that it is more professional for the consultant to communicate directly with the customer about the shortfall rather than relying on the host.
  • Several users express concern about the implications of such issues for business reputation and the need for the home office to address glitches in the online ordering system.
  • Some participants mention their personal experiences with similar situations, including forgetting to add specials and the resulting complications with commissions.
  • One participant notes an improvement in the online system where it now indicates when a special is available with a qualifying purchase, though issues with adding specials to orders below the threshold still persist.

Areas of Agreement / Disagreement

Views differ on the best approach to handle short orders for specials, with some participants advocating for direct communication with customers while others highlight the importance of notifying the home office about system errors. No clear consensus emerges on the best practice.

Contextual Notes

Participants share experiences from various orders and promotions, reflecting a range of personal practices and the challenges faced in ensuring customers receive their entitled specials.

Who May Find This Useful

Consultants who encounter similar issues with web orders and promotions may find the shared experiences and viewpoints relevant to their own practices.

lisacb77
lisacb77
Messages
1,326
Have any of you had this experience? I got an order on an October catalog show tonight. The total was $50.50 before tax & shipping, over $60 after. She put the code in for the bar board and it came through!

In this situation, do you all find it better for me to tell the customer directly she needs to order $9.50 more for the board, or let the host do it? The customer is in Maine (wow) and we are here in TX. I'm guessing it might be family or a close friend.

Thanks...
 
I would suggest that you do it. I feel it is more professional. Also, if it is a family member, it could cause a problem...you know how touchy family can get!Just let her know that the website orders are not final and go to you for a final okay and you don't want her to miss out on the free bar board. Tell her that the $60 is based on product sales and you would be happy to help her find something that is $9.50 to get the board.
 
  • Thread starter
  • #3
Great, thanks Kate!

BTW, she ended up ordering the juicer! Yay!
 
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I would almost contactthe homeoffice to see why this was allowed to happen on the on-line. That's not good for business at all. Do you still have the web order out there? If so, print it. Send it to the home office after contacting the Tech Support dept. Maybe they can see it from their end so you would not have to send it in.
 
lisacb77 said:
Great, thanks Kate!

BTW, she ended up ordering the juicer! Yay!
Click to expand...

Fantastic. That's the kind of guest I like.
 
pampered1224 said:
the homeoffice to see why this was allowed to happen on the on-line. That's not good for business at all. Do you still have the web order out there? If so, print it. Send it to the home office after contacting the Tech Support dept. Maybe they can see it from their end so you would not have to send it in.
Click to expand...
I would definitely follow this advice. I think it makes us look bad if the company (web) allows something and then we (just a lowly consultant) says "oh, no, they (the big company) made a mistake. PC needs to know about the glitch so they can fix it. Then we all look more professional.
 
They should fix it pertty fast! I wondered if anyone else noticed.
 
lisacb77 said:
Have any of you had this experience? I got an order on an October catalog show tonight. The total was $50.50 before tax & shipping, over $60 after. She put the code in for the bar board and it came through!

In this situation, do you all find it better for me to tell the customer directly she needs to order $9.50 more for the board, or let the host do it? The customer is in Maine (wow) and we are here in TX. I'm guessing it might be family or a close friend.

Thanks...
Click to expand...


Wasn't the difference only $0.50? Am I missing something here? I think you did the right thing contacting her, I would also contact HO if you haven't. I have ordered a Season's Best for the customer before if their order is that close.
 
bbauman07 said:
Wasn't the difference only $0.50? Am I missing something here? I think you did the right thing contacting her, I would also contact HO if you haven't. I have ordered a Season's Best for the customer before if their order is that close.
Click to expand...
I think the special is for when you spend $60 on products.
 
It was $9.50 short to get the bar board.
 
I appears that 0's look like 9's today :o
 
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  • #12
pampered1224 said:
the homeoffice to see why this was allowed to happen on the on-line. That's not good for business at all. Do you still have the web order out there? If so, print it. Send it to the home office after contacting the Tech Support dept. Maybe they can see it from their end so you would not have to send it in.
Click to expand...

Okay, I forwarded the original email from the order to web support...let's see what happens!
 
Lisa,
Have you heard back from them yet?
 
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  • #14
I called when it happened a second time, on a $38 order! They were going to let the tech folks know. No further responses yet...
 
They're probably scratching their heads...
 
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  • #16
Well then they should write something into the code that doesn't allow it! They do it for host specials in PP, why not on the web??
 
I agree it makes us look bad and someone will eventually expect it honored and will pursue the ugliness.
 
Sometimes Ihate dealing with HO on things like this..... other times I dont' mind at all.... LOL
 
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  • #19
Well if they fix that, they should fix it to where if they DO order $60 or more, it prompts them to add the special. I had 2 of those that didn't. It was fun to let them know I added it for them though :)
 
I had someone order 2 free boards on a $48 order. She said that the specials page never gives an explanation on how to get the free stuff.
 
I think the freebies for guests that order over $60 should just automatically be shipped without them or us having to remember to order it. But that might be because I've scr*wed 3 hosts/guests in August that I forgot in my my 1st 2 shows to fix. I have a long call to HO tomorrow to ask a bunch of questions and get a few things fixed. Wish me luck.
 
I had the same problem but my customer ordered $36
 
I don't know if they have fixed it in Pampered Partner, but you can also add in the guest special and it will take it if they haven't order $60 worth, but then it doesn't ship with the order. So you think you are getting it but then you don't
 
tlennhoff said:
I think the freebies for guests that order over $60 should just automatically be shipped without them or us having to remember to order it. But that might be because I've scr*wed 3 hosts/guests in August that I forgot in my my 1st 2 shows to fix. I have a long call to HO tomorrow to ask a bunch of questions and get a few things fixed. Wish me luck.
Click to expand...

I agree with you. If they are going to give them out, why not just do it automatically. I forgot the QuikStir Pitcher one month for a host, luckily, it was my best friend and she did not care. I called HO right after I sent it b/c I remembered and they refused to add it, said it could not be shipped out if I did submit it correctly! She ordered like $250-$300 worth of stuff too. I thought that was very tacky of HO!
 
I forgot to add the quick stir pictures for the 3 people in August that qualified for one as none of them had put it on their order. My director encouraged me to call and have adjustments done and send them. I did that. Then when my next commission came in there was an adjustment that pretty much wiped out my august commission and I'm assuming it is because they charged me since it was my mistake. I really should call them and get them to explain why they did the commission adjustment.
 
I forgot to add the quick stir pictures for the 3 people in August that qualified for one as none of them had put it on their order. My director encouraged me to call and have adjustments done and send them. I did that. Then when my next commission came in there was an adjustment that pretty much wiped out my august commission and I'm assuming it is because they charged me since it was my mistake. I really should call them and get them to explain why they did the commission adjustment.
 
2 comments:

1) There was a time that you didn't have to add the guest special. It was just shipped if the guest qualified.

2) I've forgotten to add the special and I've called HO after the show shipped. They just sent the specials with no commission adjustment. Tlennhoff - I'm guessing that when HO put in the adjustment, he/she entered the regular part number rather than the guest special number. I would call and see if that could be fixed).

Diane
 
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  • #28
Hey all, I noticed on my PWS today that at least now when you click on the guest special it says "free with $60 purchase"...so an improvement!

It will still let you add it to your order though if you are below. It always lets me add to an empty cart. UGH.

I guess it's progress. Let's hope our customers read!!
 
dianevill said:
2) I've forgotten to add the special and I've called HO after the show shipped. They just sent the specials with no commission adjustment. Tlennhoff - I'm guessing that when HO put in the adjustment, he/she entered the regular part number rather than the guest special number. I would call and see if that could be fixed).

Diane
Click to expand...

I talked to them and it turns out I simply did not understand my 1st end-of-month statement that I got after having had a full month. The adjustment was NOT for the guest special I forgot - it was simply showing me what my mid-month sales were. Geez, a better explanation on stuff so it is glaringly obvious would be nice. I read the stupid commission statement like 15 times before I understood what the M meant and boy did I feel stupid as they nicely explained it to me. :rolleyes:
 

Frequently Asked Questions

What does it mean when a guest didn't qualify for a special in a web order?

When a guest doesn't qualify for a special in a web order, it typically means that their order does not meet the minimum purchase requirements or specific criteria set for that promotion. This could include not reaching a certain dollar amount or not purchasing the required products to be eligible for the special offer.

How can I inform my guest that they didn't qualify for the special?

You can reach out to your guest via email or phone to explain that their order did not meet the qualifications for the special. Be sure to provide details about what the requirements were and suggest alternative products or options they could consider to qualify for future promotions.

Can a guest still receive the special if they add more items to their order?

Yes, if a guest adds more items to their order that meet the qualifications for the special, they may then become eligible. Encourage them to review the promotion details and consider adding qualifying items to their cart before finalizing their order.

What should I do if a guest believes they qualified for a special?

If a guest believes they qualified for a special but their order indicates otherwise, review their order details together. Check the specific requirements of the promotion and clarify any misunderstandings. If they still have questions, you can escalate the issue to your team leader or customer service for further assistance.

Are there any exceptions to the qualification rules for specials?

Generally, the qualification rules for specials are strict to ensure fairness and consistency. However, some promotions may have exceptions or flexibility based on specific circumstances. It's best to check with your team leader or the official Pampered Chef guidelines for any potential exceptions that may apply to a particular situation.

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